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I have a main Auctiva account and several sub accounts that are connected to my various ebay accounts - one of the big reasons I use auctiva is to have access to insurance that I do not have access to anywhere else.  Last month a large sale made on ebay did not show up in auctiva - it was an item being shipped out of the country and I opened and support ticket and it went on for days and still no answers.  Now it has happened again on an international package in one of my sub accounts - support ticket filed and no answers!  This is putting me in a terrible position especially since I insure all international packages - can some one please get to the bottom of this and give me some answers?  Amy Podd/apsolutions

Amy Podd

Original Post

Hello Apopinions - 

I am sorry to hear that you have run into difficulty with some transactions coming though appropriately in to your account and that you have run into delays with responses to your support tickets. 
Please be aware that in the last week we have had some difficulties in general as noted in the post here.

Our engineers have been working to fully restore service and currently the site is operating normally.

We'd want to look into the specific sales involved, so please be patient with your support cases as our team is handling all the cases related to the trouble as well as the regular cases we receive.  Please understand that we respond to all support queries in the order that they arrive and we will respond to you as rapidly as we are able.  Please be sure that your case in you have included the item numbers for the items affected and any other details which may be relevant so our agents can look into it for you.

 - Craig

Hello again,  

Our agents will need to have a look in your account at the transactions you refer to.  As for the older transaction, it is unclear without a review of your account and the item in question what may have occurred.

Please file a support case with the relevant item numbers so our agents can assist you directly.

 - Craig

You are missing the point - the one from a month ago has a case filed that is still open with no resolution - the one under the tripodd1991 sub account was opened over the weekend with no resolution - this is taking way too long.  Over a month ago you guys emailed several times to say you were working on it but never resolved it.  You also stated that this was not the only time this has happened - please explain what is going on.

Hello again,

I've taken a look into the account you reference and see what you refer to, however, our engineers have been in contact with eBay regarding the difficulty with the transaction you refer to as some of the data regarding some transactions from eBay is in a different format that the usual data we receive and unfortunately at this time, our work ticket for this issue remains open.  Our engineers have continued the investigation and any new information, similar to your more recently filed support case (which does now have a response), is added to the ticket we have open and assists with the process.

At this time, I have no new updates and can only assure you that we are continuing to work on a resolution of the issue and will update the related support tickets as soon as more information regarding this trouble becomes available.

Apologies for the continued inconvenience and thank you for your continued patience in this matter.

 - Craig

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